Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about the landlord's decision to charge the resident following the termination of a previous tenancy, and its subsequent decision to offset compensation against this outstanding balance.
The complaint is about the landlord’s response to the resident’s: Reports of issues with the communal aerial. Concerns about the administration of her service charge account. Concerns that it had offset a compensation payment against arrears. Reports about the lift breaking down. Concerns about the impact of the lift breaking …
The complaint is about the landlord’s handling of: Reports that the property is cold and draughty and its handling of repairs to rectify the problem. The associated complaint.
The complaint is about the landlord’s handling of the reinstatement of the resident’s flat number sign to its original location, and the level of compensation offered for this.
The complaint is about the level of compensation awarded for acknowledged service failures in the landlord’s response to reports of problems with drainage at the property.
The complaint is about the landlord’s handling of the resident’s formal complaint about service charge administration.
The complaint is about the landlord’s handling of: A flood in the communal car park serving the resident’s property. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of outstanding repairs to his kitchen door in light of his disability.
The complaint is about:
The complaint is about the landlord’s: Handling of the resident’s reports of defects and repairs. Handling of her requests for adaptations. Complaint handling. Record keeping.
This complaint is about the landlord’s: Handling of repairs required to the bathroom floor of the property. Handling of the resident’s associated formal complaint. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s: Response to the resident’s reports of damp and mould in the property. Handling of repairs to a toilet leak in the property. Handling of the resident’s complaint.
The complaint is about the landlord’s: record keeping; handling of the resident’s reports of a rodent infestation and the associated repairs; response to the associated complaint.
The complaint is about: The landlord’s response to the resident’s concerns about the standard of the caretaking service provided by the landlord in return for a service charge. The landlord’s response to the associated complaint.
The resident has complained about the landlord’s handling of the following: a leak into her property, and The subsequent complaint.
The complaint is about the landlord’s response to the resident’s Right to Buy (RTB) application and an associated offer of compensation.
The complaint is about the landlord’s: Response to the resident’s reports of a leak into the property. Response to the resident’s reports of damage to his property as a result of the leak. Complaint handling.
The complaint is about: The landlord’s handling of the resident’s report of leaks to the roof of the property and consequent repairs to make good the kitchen. The landlord’s record keeping on the issue. Its handling of the associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s Right to Buy application. Associated complaint.
The complaint is about: The landlord’s handling of the resident’s ventilation, skirting, and window repairs. The landlord’s complaint’s handling.
The complaint is about the landlord’s response to the resident’s reports about a dividing fence at the property. The landlord’s complaints handling has also been investigated.
The complaint is about the landlord’s handing of: Repairs to the resident’s windows. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property.
The complaint is about the landlord’s handling of the resident’s reference requests. The Ombudsman has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident's reports of high utility bills due to the bypassing of an immersion heater switch.
The complaint is about the landlord’s handling of the resident’s request to remove the solar panels from the roof of his property.
The complaint is about the landlord’s: Handling of repairs to the heating and hot water system Response to the resident’s concern about asbestos in the bathroom. Response to the resident’s request for reimbursement of replastering costs. Response to the resident’s request for reimbursement of the TV connection cost. Response to …
The landlord’s handling of the plastering repairs to the kitchen and living room celling, and its subsequent offer of compensation. The landlord’s associated complaint handling.
The complaint is about the landlord’s response to the resident’s concerns about communal grounds maintenance.
The complaint is about the landlord’s handling of TV aerial repairs. The Ombudsman has also considered the landlord’s: complaint handling. record keeping.
REPORT COMPLAINT 202209547 Sovereign Housing Association Limited 4 March 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint is about the landlord’s handling of the resident’s application to purchase the landlord’s share in their joint ownership property.
The complaint concerns: The condition of the property when it was let to the resident and how the subsequent repairs were handled by the landlord. The landlord’s complaint handling.
The complaint is about the landlord’s: The response to reports of various repairs at the property. The handling of reports of a faulty boiler. The response to concerns about the suitability of the upgraded kitchen and bathroom. Complaint handling.
The complaint is about: The landlord’s response to a report of shattered glass at the property. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s: Response to the resident’s report of a leak. Decision not to offer compensation in respect of damage caused to the flooring. Complaint handling. The Ombudsman has also assessed the landlord’s record keeping.
The complaint is about the landlord’s handling of:
REPORT COMPLAINT 202118061 Nottingham City Homes 28 February 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
The complaint is about the landlord’s handling of bathroom repairs.
REPORT COMPLAINT 202105175 Trident Housing Association Limited 28 February 2023 Our approach […]
The resident complains about how the landlord handled repairs at the property. The repairs include: Damp and mould. Repairs to the front door. Repairs to the ventilation system. Repairs to the heating system. Windows repairs. Electrical repairs.
The complaint is about the landlord’s handling of: repairs to the resident’s bathroom. the resident’s complaint about the repairs.
The complaint is about the landlord’s handling of: The replacement of the resident’s communal letterboxes. The resident’s complaint.
The complaint is about; the landlord’s response to the resident’s reports of damp and mould. the landlord’s complaint handling.
This complaint is about the landlord’s: Response to a rat infestation; Complaint handling; Record keeping.
The complaint is about the landlord’s handling of a bedroom window repair.
The complaint is about the landlord’s handling of: Repairs to the resident’s boiler. The associated complaint.
The complaint is about the landlord’s: Handling of repairs to the resident’s property. Associated complaint handling. Record keeping.
The complaint is about the landlord’s response to the leaseholder’s concerns about the service charge.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |